Tell Congress: Give Ticket Agents a Voice at the Department of Transportation

Congress is considering bipartisan legislation, the ACPAC Modernization Act (H.R. 5663), that would give ticket agents a formal voice in the Department of Transportation’s consumer protection advisory committee.  

The bill adds a “ticket agent” representative to the Aviation Consumer Protection Advisory Committee (ACPAC), which currently includes only an airline, an airport, a state or local official, and a consumer advocate. Despite ticket agents’ key role in helping travelers find, compare, and manage flight bookings, they’ve been excluded from ACPAC since it was created in 2012. 

Adding ticket agent representation will ensure DOT receives balanced, expert input on refunds, transparency, and technology issues affecting more than 800 million air travelers each year. 

Background 

Ticket agents, including Online Travel Agencies, metasearch engines, Global Distribution Systems, and Travel Management Companies, facilitate nearly 40% of all airline ticket sales in the U.S. They help travelers compare fares, understand fees, and secure refunds when flights are disrupted. 

Yet, when Congress established ACPAC under the FAA Modernization and Reform Act of 2012, ticket agents were left out. That omission limits ACPAC’s ability to provide comprehensive advice to the DOT on key issues like refund delays, fee transparency, and digital booking tools. 

The ACPAC Modernization Act (H.R. 5663), introduced by Reps. Dina Titus (D-NV) and Gus Bilirakis (R-FL), fixes that. By adding a permanent “ticket agent” seat, it ensures that travelers’ online experiences are represented alongside airlines, airports, and consumers. 

This simple, bipartisan fix will: 

• Improve the quality and balance of DOT’s consumer protection recommendations. 
• Ensure travelers’ interests are represented by those who serve them directly. 
• Strengthen the advisory process without adding cost or bureaucracy.